|
Title:
How To Give Exceptional Customer Service
Class Date(s):
August 19, 2010
Time: 8:30
am - 4:30 pm
Instructor: Debra Smith
Location One Highland Center, 314 E. Highland Mall Blvd., suite 403, Austin, TX
78752
Price: $225 Early Bird Discount: $199 if you register by July 19, 2010.
How Will You Benefit From This Program?
Whether you’re responsible for finding, keeping, or servicing clients and customers, or managing those who do, this one-day workshop will show you how to use customer-focused strategies to deliver exceptional customer service.
SIGN UP TODAY TO -
- Learn the specifics of customer commitment and retention by making service excellence an attitude that permeates your entire organization.
- Understand why it’s important to delight both internal and external customers and create positive “Moments of Truth.”
- Strengthen your ability to deal with angry, abusive, complaining, and demanding customers.
- Find out how to make customers feel special and unique, how to exceed their expectations, and how to increase their confidence in you, your department, and your organization.
What will you learn?
During this program, you’ll learn how to:
- Distinguish between quality customer service and average customer service
- Give both your internal and external customers what they need and want
- Succeed at your “Moments of Truth”
- Establish rapport rapidly and make a good first impression with customers—over the phone, face-to-face, and through e-mail
- Project a positive attitude to others
- Use appropriate vocabulary when dealing with any type of customer
- Understand and manage your customers’ perceptions
- Build trust into your customer relationships
- Emotionally connect with your customers
- Resolve complaints and overcome resistance by offering options
- Deal with different types of challenging customers
- Create more teamwork and cooperation
- Increase your customers’ confidence in you and your organization
Why Customer Service Is Important to You and Your Organization
- The #1 ingredient contributing to the success of any organization
- Understanding the relationship between internal and external customer service
- Recognizing the financial value of satisfied customers vs. dissatisfied customers
- Why delighting a customer is not an option but a requirement
- The 8 C’s of exceptional customer service
Guidelines for Providing Exceptional Customer Service
- Skillfully managing the “Moments of Truth” that form a customer’s view
- How to master the essentials of rapport
- Getting your message across to your customers—no matter what “channel” they are
using
- Attitude—the key to your success—and strategies for keeping yourself up
- Speaking with customers—use the words that work
- How and why to make your customers feel important and appreciated
- The art of listening—really hearing what your customers are saying
- The one technique for making sure commitments are met
Handling Challenging Customers
- The customer is not “always right”
- Five main reasons customers complain and preventive measures you can take
- MAD—understanding and recognizing the three stages of anger
- How to keep yourself from getting upset and unraveled
- A 7-step process for handling angry customers
- Empathy—what it is and what it conveys to your customers
- Saying “no” to the request but “yes” to the person
- Survival steps for dealing with difficult customers
- Abusive customers
- Nonstop talkers
- Indecisive customers
- Hard-to-understand customers
- Recovery skills for winning back customers and reestablishing trust
Building Customer Service Teams
- Teamwork—why build it and how it benefits customers
- 5 essentials for getting people to work together
- The real test—evaluating your effectiveness as a team player
- Developing your own roadmap to customer service excellence
Prerequisites: None
Who Should Attend:
Anyone at any level who interacts with internal or external customers. Especially helpful for professionals in customer service centers, operations, telecommunications, order processing, and technical support as well as managers and supervisors of these areas.
Bio of Instructor - Debra A. Smith
Debra Smith's program specialties include communications, time management, stress management, conflict management, teamwork, and customer relations. Drawing on a store of practical business knowledge, anecdotes, and examples gleaned from her years of personal experience, Debra inspires, encourages, and coaches more than 20,000 people a year through her seminars and workshops. She has helped hundreds of organizations increase productivity and develop a more committed, cohesive workforce.
Debra holds a M.B.A. degree in management from Golden Gate University. She is the author of three books—How to Create High-Impact Letters, Memos, and E-Mail, How to Create High-Impact Reports and Proposals, and Powerful Proofreading Skills—as well as the audio and videotape programs Professional Telephone Skills, Powerful Presentation Skills, and Proofreading and Editing Skills. Several of her programs have been syndicated internationally.
CPE: 8
hours
Level: All
Type of class:
Finance and Auditing
This class meets 8 hours of technical training in compliance with Texas Admin. Code Rule
523.103.
TX Board of Public
Accountancy Sponsor Number: 009317
Cancellation Information:
Cancellation Date: July 29, 2010
To cancel your registration from this course, please call or email the course
contact listed below. If a cancellation is received after the cancellation
date, the registrant will be charged $75 for course materials.
Location: ONE HIGHLAND CENTER, 314 E. Highland Mall Blvd., suite 403, Austin, TX
78752
For additional information about this class, please
contact Shannon Bieberdorf at Shannon-solutions@austin.rr.com,
(512) 914-5557.
|
